Most items in my shop have free shipping with the purchase of another item using the default Etsy shipping tool. I have had a customer convo me after she received the items who said that she thought that was free shipping on everything if she bought more than one item. She was charged $10 for shipping and my cost was $15. She was very complimentary about the itmes ad the speed of shipping.
I am not sure what to reply back. On one hand, I would like to generate repeat business. On the other hand, it is not a huge profit. Should I just explain to her how shipping on Etsy works, or should I explain and say in the interest of good customer service that I will offer her a refund this one time?
Thanks.
